OTRS, additionally called Open resource Ticket Request System, is an aid workdesk and also IT service management system. It offers a single point of contact for customers, consumers, IT workers, IT solutions, and any outside companies. The program is written in Perl, sustains a variety of databases (MySQL, PostgreSQL, and so on), as well as can incorporate with LDAP directory sites.

In this tutorial, you will mount OTRS Area Edition on an Ubuntu 18.04 server and set up an easy help desk system, which will certainly allow you to obtain and also process demands from your clients using both the internet user interface and e-mail.


To complete this tutorial, you will certainly need the following:

  • An Ubuntu 18.04 web server set up by following our First Server Configuration Guide for Ubuntu 18.04, consisting of a non-root customer with sudo advantages as well as a firewall program configured with ufw.

  • Apache and also MySQL mounted on your Ubuntu server. Follow action 1 and also 2 of this guide to configure these.

  • A completely signed up domain name. This tutorial will certainly use throughout. You can buy a domain on Namecheap, get one free of charge on Freenom, or make use of the domain name registrar of your selection.

  • Both of the complying with DNS records established for your server. You can adhere to this introduction to DigitalOcean DNS for details on how to add about it HelpDeskZ for Window from Our Articles

    • An A document with indicating your server’ s public IP
    • address. An A record with pointing to your web server’ s public IP
  • address. A TLS/SSL certificate installed on your Ubuntu 18.04 server for your domain. You can comply with the Let’ s Encrypt on Ubuntu 18.04 overview to get a totally free TLS/SSL certification.

  • Postfix mail transfer agent established by following our tutorial Exactly how To Set Up as well as Set Up Postfix on Ubuntu 18.04.

  • ( Optional) A dedicated Gmail account with IMAP access allowed, 2-step confirmation, as well as an App password created with the Other (Customized name) option. When you produce the App password, write it down so that you can utilize it symphonious 5. You will utilize Gmail to configure inbound mail ticket creation in OTRS, with Gmail as your IMAPS mailbox. This is simply one method of setting up incoming mail for OTRS; if you want to explore various other alternatives, have a look at the OTRS documents.

Warning: Do not use any one of your own active Gmail accounts to set up incoming mail for OTRS. When forwards emails to OTRS, all e-mails in the Gmail account are erased. Because of this, it is a much better option to develop a new Gmail account to make use of especially for OTRS.

Step 1 —– Mounting the OTRS Package as well as Perl Modules

In this action, you will set up OTRS and a collection of Perl components that will raise the system’ s functionality

. OTRS is offered in Ubuntu’ s plan supervisor, yet the official paperwork suggests setting up OTRS from resource.

To do this, first log into your Ubuntu web server as your non-root user:

  • ssh sammy@Ubuntu_Server_IP!.?.! Duplicate After that download and install the source archive with the wget command. For this tutorial, you will certainly download version 6.0.19; you can find the most recent available version on the OTRS download page. wget Replicate Next off , unload the compressed
    • documents with tar: tar xzf otrs-6.0.19. tar.gz


    Relocate the contents of the archive into the/ opt/otrs

  • directory site: sudo mv otrs-6.0.19/ opt/otrs Duplicate

    Due to the fact that OTRS is written in Perl, it utilizes a number of Perl modules. Inspect

    • for missing out on modules by using the manuscript

      consisted of with OTRS: sudo/ opt/otrs/bin/ Copy You ll see outcome similar to this, providing which modules you already have actually downloaded and install and also which you are missing:

      • Some components are just required for optional functionality,


        as communication with various other databases or managing mail with details personality sets; others are needed for the program to function

        . Although the recommended commands to download these modules utilize apt-get, this tutorial will set up the missing out on modules with the proper command, which is the suggested best practice for Ubuntu 18.04.

        Feel free to go through these components manually, or use the complying with command:$ sudo apt install libapache2-mod-perl2 libdbd-mysql-perl libtimedate-perl libnet-dns-perl libnet-ldap-perl \ libio-socket-ssl-perl libpdf-api2-perl libsoap-lite-perl libtext-csv-xs-perl \ libjson-xs-perl libapache-dbi-perl libxml-libxml-perl libxml-libxslt-perl libyaml-perl \ libarchive-zip-perl libcrypt-eksblowfish-perl libencode-hanextra-perl libmail-imapclient-perl \ libtemplate-perl libdatetime-perl Whenever you re done mounting these modules, rerun the manuscript to ensure that all the called for modules have actually
        been mounted: sudo/ opt/otrs/bin/ Replicate Your result will currently show all the mounted components: Output … o Text:: CSV_XS … … …… ok

        ( v1.34) o Time:: HiRes … … …… ok (v1.9741) o XML:: LibXML … … …… ok (v2.0128) o XML:: LibXSLT … … …… ok (v1.95) o XML:

        • : Parser … … …… ok

        ( v2.44) o YAML:: XS … … … … … ok (v0.69) Now that you have

        OTRS and also its

        dependencies set up on your web server, you can set up OTRS to utilize Apache as well as MySQL. Action 2– Configuring OTRS, Apache, and also MySQL server In this action, you will produce a system individual for OTRS, and then set up Apache as well as MySQL web server to deal with OTRS. Develop an individual named otrs to run OTRS features with the useradd command: sudo useradd

        – d/ opt/otrs -c ‘ OTRS user ‘ otrs Replicate- d establishes the user s residence directory site as/ opt/otrs, and -c establishes

        the ‘ OTRS user ‘ comment to describe the individual. Next off, include otrs to the

        webserver team: sudo usermod- G www-data otrs Replicate OTRS features a default config documents/ opt/otrs/Kernel/ Activate this by replicating it without the. dist filename expansion: sudo cp/ opt/otrs/Kernel/ opt/otrs/Kernel/ Replicate Currently, navigate

      to the/ opt/otrs directory site: cd/ opt/otrs Duplicate From here, run the script. It will find the 'appropriate individual as well as group setups and set the data and also directory site consents for OTRS. sudo bin/otrs. Duplicate This

    • will certainly yield the following output:

    Result Setting approvals on/ opt/otrs The right permissions are currently set. Next, turn on the apache2 arrangement documents and also make sure it is loaded besides other setups. To

  • do this, make a symbolic link with the zzz _ prefix: sudo ln- s/ opt/otrs/scripts/ apache2-httpd. include.conf/ etc/apache2/sites-enabled/ zzz_otrs. conf Replicate OTRS needs
  • a few Apache modules

to be

active for optimal operation. You can trigger them using the device a2enmod. Although a few of these have actually already been allowed, it is an excellent idea to check them all: sudo a2enmod

  • perl sudo a2enmod headers sudo a2enmod decrease sudo a2enmod filter Replicate These modules allow Apache to collaborate with Perl,

    control HTTP

    headers, compress web server output, and also set up output content filters.

    Restart your internet server to use brand-new setups: sudo systemctl restart apache2 Copy Before you most likely to the next step and also run the web installer, change some of the MySQL configuration setups.

  • Open the MySQL setup documents in your favored text editor. This tutorial utilizes nano: sudo nano/ etc/mysql/mysql.

    conf.d/ mysqld.cnf Copy Try to find the complying with options under the [mysqld] area. For max_allowed_packet and also query_cache_size, alter the values to 64M and 32M respectively, as highlighted in the complying with code block:/ etc/mysql/mysql. conf.d/

  • mysqld.cnf … max_allowed_packet= 64M thread_stack= 192K thread_cache_size= 8 # This replaces

the startup

script and also checks MyISAM tables if required # the initial time they are touched myisam-recover-options= BACK-UP #max _ connections= 100 #table _ open_cache =64 #thread _ concurrency= 10 # # * Query Cache Configuration # query_cache_limit= 1M

  • query_cache_size= 32M … Duplicate This adjusts the

    optimum enabled package dimension and the question cache size to make sure that MySQL can user interface with OTRS. Then add the adhering to highlighted extra choices under the [mysqld] section, at the end of the file:/ etc/mysql/mysql. conf.d

    • / mysqld.cnf … # ssl-cert=/ etc/mysql/server-cert.

      pem. # ssl-key =/ etc/mysql/server-ikey. pem. innodb_log_file_size= 256M. collation-server= utf8_unicode_ci. init-connect = ‘ COLLECTION NAMES utf8 ‘. character-set-server= utf8 Replicate This establishes the data source logfile size, determines the personality set and collation

      , and also develops an init_connect string to set the

      personality set upon starting the MySQL web server.
      Conserve and also shut mysqld.cnf by pressing CTRL+ X, complied with by Y and afterwards GET IN. Then, reboot your MySQL
      web server to use the new criteria:
      sudo systemctl reactivate mysql.service Duplicate Now that you have actually created the otrs user as well as configured
      Apache as well as MySQL to collaborate with OTRS
      , you are ready to make use of the internet installer. Step 3-- Using the Web Installer In this step, you will configure OTRS

      s database settings in a web internet browser and also start the OTRS daemon procedure on the command line. Open up in your preferred web browser, changing with your domain name. You will certainly locate a welcome display with the message Invite to OTRS 6 and also details about the OTRS

      workplaces. Click Next. The following screen will have the
      permit for OTRS, which is the GNU General Public Certificate common to open up resource programs. Accept by clicking Accept certificate and also continue'after reading.
      On the next screen, you will be prompted

      to choose

      a database type. The defaults( MySQL and Develop a brand-new database for OTRS) are fine for your configuration, so click Beside continue. On the following display, enter the MySQL qualifications

      that you set up during the MySQL web server installment. Usage favor the Individual area, after that enter the password you produced. Leave the default host value. Click Inspect database setups to make certain it

      • works. The installer will certainly generate credentials

      for the new

      data source. There is no need to bear in mind this created password. Click Alongside continue. The data source will certainly be developed and also you will see the effective result: Click Following. Next —, supply the adhering to necessary

      system setups: System FQDN: A totally qualified domain. Change with your own domain name. AdminEmail: The e-mail address of your system administrator. Emails concerning errors with OTRS will certainly go below. Company: Your company s name. Leave all various other options at their default values: Click Following. Now you will certainly arrive at the Mail Configuration web page. In order to be able to send out and also get e-mails, you need to configure a mail account. This tutorial will certainly care for this later in Step 5, so click Skip this step. The OTRS setup is currently total; you will certainly see a Completed web page with a web link to the admin panel after Beginning page, and the credentials

      of the OTRS very individual after that. Make sure you make a note of the produced password for the root@localhost user and also the URL for the Start web page. The only thing left after an effective setup is to begin the OTRS daemon and also trigger its cronjob. Bring up the incurable you are making use of to access your Ubuntu 18.04 server. The OTRS daemon is responsible for dealing with any type of asynchronous and also repeating jobs in OTRS.

      Begin it with the otrs user: sudo su- otrs -c"/ opt/otrs/bin/ beginning" Replicate You will certainly see the following outcome: Output Take care of the OTRS daemon process. Daemon began There are

      2 default cron data in the/ opt/otrs/var/ cron/ directory site. Move right into this directory site. cd/ opt/otrs/var/ cron

      Replicate These cron files are

      used to ensure that the OTRS daemon is running. Activate them

      • by copying them without the. dist filename extension. sudo cp aaa_base. dist aaa_base sudo cp otrs_daemon.
      • dist otrs_daemon Copy To schedule these cron tasks, make use of the manuscript with the otrs individual: sudo su- otrs- c"/ opt/otrs/bin/ start" Copy You have actually currently’mounted OTRS

      with the internet installer and set up its connection

      to the MySQL

      data source. You likewise began the OTRS daemon on your web server. Next off, you will certainly log in to the administrator internet user interface as well as protected OTRS. Final thought In this tutorial, you set up OTRS and produced examination assistance desk tickets. Now you can approve and also

      refine demands from your users using both the web interface and email. You can learn more about OTRS by checking out the OTRS Admin Manual. If you wish to learn more concerning exactly how to utilize MySQL, see our An Intro to Queries in MySQL post, or discover DigitalOcean s Took care of Data sources product.